Customer Support Specialist

Customer Support Specialist Night Shift Ph Tim

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Job Description

The Purpose Driven Career Objectives of a Bilingual Global Service Desk (Mandarin)

Work for one of the world's largest providers of outsourced (OSAT) semiconductor packaging, design, and test services. As a part of the team, you will be responsible for incoming requests for IT support and resolving software, application, network, account-related issues with computers. You will ensure user queries or issues are captured, validated, and triaged for further processing. You will be responsible for analyzing incident tickets and requests from customers or end-user, recommending solutions, and escalating to the technical system owner. You will also ensure that ticket closure is within defined service levels. Make sure to communicate to users through different contact types such as email, phone, and chat. Lastly, you will receive English calls on global service desk hotline available to various Amkor locations in United States, Europe, and the Asia Pacific.

Work information

• Monday to Friday
• 7AM-4PM
• HMO upon hire

To apply for a Bilingual Global Service Desk (Mandarin), you are excellent at:

• Acts as the single point of contact for end-users in any IT-related inquiry, issue, or request.
• Records all English language incident tickets, system alerts, and requests.
• Serves as the Remote support running 24/7 supporting all Amkor locations globally.
• Analyses incident tickets, system alerts and request then provide solutions or recommendations.
• Categorize, prioritize, and assign reported incidents and provide solutions
• Administers the account management for various systems particularly global accounts such as active directory, Agile PLM, SAP, and manufacturing systems like MES, AMS, CIM, etc.
• Determine proper escalation or higher level of support group (application support, infrastructure, or Infosec team) if needed for more technical analysis and resolution.
• Ensure all incident tickets and requests are closed with resolution in accordance with the Service Level Agreement (SLA) metrics.
• Other functions may be assigned from time to time by a superior

Your Success Profile includes:

• Proficiency in Mandarin language (both written and verbal)
• 2 years of related work experience
• Practice ITIL method and processes
• With knowledge in ServiceNow or equivalent system
• Good presentation, and technical computer skills
• Analytical and proficient in Incident triage

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Got technical support experience? Get hired and jumpstart your iQorian journey with us. Be More with iQor

From customer interactions to product support, we'll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to the community. A world of opportunity is waiting. Let's get started

You've got energy, enthusiasm, drive and determination. We've got competitive compensation, great benefits, and a career path that rewards performance with growth and opportunity. Let's match

Our Customer Service Representatives or Call Center Agents are responsible for:

• Handling inbound customer service calls;
• Processing inbound sales calls;
• Taking inbound or placing outbound collections calls;
• Answering technical support inquiries via incoming calls, chat or email;
• Demonstrating excellent customer service skills with the ability to take ownership in assisting, researching and resolving customer issues; and
• Performing other duties as assigned.

Qualifications:

• Previous six months or more call center or customer service experience is required;
• Ability to develop rapport and demonstrate a caring attitude;
• Excellent data entry and internet navigation skills;
• Clear and distinct oral and written communication skills in English;
• Must be detail oriented;
• Dynamic interpersonal and judgment skills;
• Professional demeanor and dependable work ethic;
• Ability to work in a fast-paced environment and multi-task; and
• With at least a High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Job Type: Full-time, Permanent

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Muntinlupa, National Capital Region Aspiree Inc.

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SPECIFIC RESPONSIBILITIES

• Working in shifts covering 24x7 IT operation
• Server provisioning, setup and configuration
• Perform system monitoring & troubleshooting
• Manage print queues
• Storage & LUN management
• Virtual server management
• Backup and Recovery
• Performance tuning and optimization
• Proactive and corrective actions
• Handle Operating System upgrades and security patches
• Data backup
• Define & maintain operational procedures
• Follow change management procedures
• Assist in the management and maintenance of business critical systems
• Complies with relevant Management Systems

PROFILE

• Microsoft server Certification an advantage
• Responsible & responsive; open minded, flexible, support minded, stress resistant, tenacious, dedicated, quality & objective driven
• Enjoy sharing knowledge & experience with others
• Enjoy working in a team

REQUIRED SKILLS

• Experience in working in a multinational environment
• 2 years up support in software and hardware system, laptops and desktops windows
• ITIL certification is an advantage
• Background in ticketing tools such as Service Now (SNow)
• Experience in remote desktop support in an enterprise set-up
• Experience in a global company is a plus
• Good command of English
• Solid working experience with Microsoft and/or Linux operating system environment
• Strong background on server virtualization technologies such as VMWare
• Knowledgeable in using Enterprise Monitoring tools such as Nagios and VMWare Operations Manager
• Preferably with working experience on storage solutions such as IBM Storwize, and backup solutions such as Symantec NetBackup

Salary: Php21,000.00 - Php32,000.00 per month

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